Monday to Friday, 8am to 6pm.
Monday to Friday, 8am to 6pm (emergencies only at other times)
Help us to shape the future
We aim to provide you with a high standard of service. We want to hear from you if you:
You can contact us in one of three ways:
Call: 0345 600 3 600 (Monday to Friday, 8am to 6pm).
Write to: Customer Services, Wessex Water, 1 Clevedon Walk, Nailsea BS48 1WA.
We will respond to you within 10 working days*.
Follow our simple procedure to ensure your complaint is dealt with promptly.
You have a complaint.
The first stage is to
by telephone, email or letter about your complaint.
If you are satisfied with our response, that resolves the matter.
If not, you can take your complaint to stage two.
The next stage is to
or write to the head of customer services to request a review of your complaint.
If you are satisfied with the response you receive, that resolves the matter.
If not, you can take your complaint to the next stage.
The next stage is to write to the managing director of Wessex Water Services Limited asking him to consider the matter.
Please write to:
If you are satisfied with his response, that resolves the matter.
The next stage is to take your complaint to the
Consumer Council for Water
If you are satisfied with CCW's response, that resolves the matter.
If not, you can take your complaint to the final stage.
We will reply to you within 10 working days* from the date we receive your complaint.
* If we fail to do this you will automatically receive £25 compensation under our customer guarantee scheme, the Wessex Water Promise.
If your complaint remains unresolved after it has gone through all the stages of our complaints procedure and has been reviewed by the Consumer Council for Water, you may be eligible to take your concerns to WATRS, the Water Redress Scheme, which can provide an independent binding decision.
WATRS is a voluntary dispute resolution scheme designed to provide an independent, impartial and easy to use alternative to going to court or a tribunal.
You can make an application, free of charge, via the WATRS website. For an application form to be sent to you email email@example.com or call 0207 520 3801. Guidance notes are available.
Their address is: WATRS, Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU.
We have signed up to the scheme's commitments which are to:
On the WATRS website you can find a full copy of these commitments, the scheme rules, further information and frequently asked questions.
In some cases the Consumer Council for Water will not be able to deal with your complaint.
You or the Consumer Council for Water may refer certain disputes to Ofwat, the Water Services Regulation Authority, for a decision.
Either Wessex Water or the Consumer Council for Water Wessex can provide more information about which disputes can be referred to Ofwat.
Our complaints procedure is designed to make it as easy as possible for you to have your complaint dealt with quickly, cheaply and fairly.
Some complaints may need to be decided by an arbitrator and not Ofwat. These include prevention of contamination, costs of installing a water meter, location of a water meter and compensation for street works.
We hope you will not have to resort to the time and expense of arbitration or legal proceedings. For more details about arbitration, contact your local office of the Chartered Institute of Arbitrators.